IDEF0

1

2

3 IDEF0

4

49

50

( Market Intelligence Center MIC) 2002

105.98 2001 23.7%

2002 2,167 14.64 2001

2.8% 1.9% 2002 418.5 34.49

2001 45.3% 33.2% INTEL

2001 24% 2002 26% MIC 2002

20.1% 1,700.8 5.7% 129.35

[51]

[29]

5% 85%

15% 50% 70%

[16]

(Quick Response,

QR) [50]

Gartner Group [48]

2005 8

(e-Marketplace) Collaborative Commerce

Gordon[6]

51

52

Customer Relationship Management;CRM

Collaborate

[8]

[22]

Davidow Uttal[20]

Lalonde [10]

Gilmour [5]

LaLonde[10]

[18] [11]

Davidow Uttal[20]

[3,4,9,13,14,17]

Pearlson Whinston[14]

LeBoeuf[22]

Lalonde Zinszer[10]

1

2

3

4

[44]

1

2 ( )

53

54

3

4 (Cross-selling)

5

Pepers &Rogers[15]

? ?

[43]

Wayland & Cole [23]

1

2

3

4

Kalakota and Robinson[7]

Kalakota and Robinson

.

(Needs)

(Desires) (Expectation-across) [2]

The American Heritage Dictionary

1 To work together, especially in a joint intellectual effort

2 To cooperate reasonably, as with an enemy occupation force

[56]

55

56

1

2

3

4 IDEF0

IDEF0 1-1

1 IDEF0

5

Windows 2000 Access 2000 FrontPage 2000

Internet

6

IDEF

[27]

1.

2.

3.

4.

5.

6.

7.

(Prototyping

Approach)

4-1

IDEF0

4-1

4-2

57

58

2

3

IDEF0

5~6

2.5~3 50%

E-mail

E-mail

59

60

MIC 2002

20.1% 1,700.8 5.7% 129.35

IDEF0

2

IDEF0

(Supply Chain Management, SCM)

61

62

1 Awad, Elias M. and Malcolm H. Gotterer, Database Management, Boyd & Fraser Pub. Co., 1992.

2 Book, Joel (1999), Customer Relationship Management: What is it that Separates CRM

Contenders from CRM Pretenders? DM Review, http://www.dmreview.com , September 1999.

3 Burger, P. C. and C. W. Cann, Post-purchase strategy, Industrial Marketing Management,

24, pp.91-98, 1995.

4 Cuuningham, M.t. and D. A. Roberts, The role of customer service in industrial marketing,

European Journal of Marketing,8,pp.15-28, 1974.

5 Gilmour, Peter, Customer Service: Differentiation by Marketing Segment, International

Journal of Physical Distribution and Materials Management, Vol.7, No.3, pp.145, 1977

6 Gordon, Judith R., Organizational Behavior A Diagnostic Approach, Prentice Hall, Inc., 1996.

7 Kalakota ,Ravi and Marcia Robinson (1999), e-Business:Roadmap for Success,1st ed.,U.S.A.:Mary T.O

Brien.

8 Kasper, Hans and Lemmink Jos, After Sales Service Quality: Views Between Industrial

Customers and Service Managers, Industrial Marketing Management, 18, pp.199-208, 1989.

9 Kotler, P., Marketing Management: Analysis, Planning, Implementation, and Control, 8th Ed.,

Prentice-Hall, Inc., 1994.

10 Lalonde, Bernard J. and Paul H. Zinszer, Customer Service: Meaning and Measurement,

National Council of Physical Distribution Management, Chicago, pp.281, 1976.

11 Lambert, Douglas M. and James R. Stock, Strategic Logistics Management, 3rd ed., Boston,

Irwin, 1993.

12 Lash, Linda M., The Complete Guide to Customer Service, John Wiley & Sons, Inc., 1989.

13 Nitchell, V. W. and P. Boustani, A Preliminary Investigation into Pre- and Post-Purchase

Risk Perception and Reduction, European Journal of Marketing, 28, pp.56-71, 1994.

14 Pearlso, K., and A. B. Whinston, Customer support issues for the 21th century,

Working paper, Department of Management Science and Information Systems, University of

Texas at Austin, 1993 .

15 Peppers,D.&Rogers,M.,The One to One Future :Building Relationships One Customer at a

Time, New York :Doubleday,1993

16 Ravi Kalakota and Marcia Robinson, E-Business Roadmap for Success , Addison-Wesley, 1999.

17 Samli, A. C., L. W. Jacobs and J. Wills, What presale and postsale services do you need to

be competitive ? Industrial Marketing Management, 21, pp.33-41, 1992.

18 Sterling, Jay U. and Douglas M. Lambert, Establishing Customer Services Strategies

Within the Marketing Mix, Journal of business Logistics, Vol.8, No.1, pp.1-30, 1987.

19 Whinston, A. B. and Pearlson, Customer Support Issues for the 21th Century,

Positioning Customer Support for 21th Century Conference, Austin, Texas, U.S.A, Nov.10-

11, 1993.

20 Davidow, Willian H. and Bro Uttal 90

80 6

21 Digi Solution 88 1

22 LeBoeuf, Michael

85 4

23 Wayland, Robert E. Paul M. Cole 88

24 69

25 B2C

89 .

26 Access 97

87 6

27 2001

28 82 8

29

86

30

90

31

87

32

85

33 WWW

85

34.

81

35 ACCESS 95

85 6

63

64

36 77-

100 83 5

37

89

38

84

39 84

40 34 2 33-37 89 3

41 ACCESS 1997

42 33-34 83 7

43 CRM

44

90

45 249

98-101 84 3

46 1996

47 Active Server Page ASP

88 2

48 http://tw.cnet.com.tw/news 90 7

49

90

50

89

51 -P4-M NB http://tw.stock.yahoo.com 90 4

52 MIS 81

53 ACCESS 97 202-203 86 8

54

90

55

86 9

56 e

http://tw.cnet.com.tw/news 90 9

57 -

84

58 82